Carl B.

I ordered a £900 fitness bike at the beginning of Mar. Delivered 2 weeks later. Set-up the same day and the monitor didn't work. Fitness Superstore doesn't support this particular model, so spent time liaising with the company that does. After almost 2 months, no replacement part can be found. Wait 2 weeks for bike to be picked up, another 2 weeks for Fitness Superstore to be refunded.

During this time I had been liaising with a store manager, who informed me he had put a replacement bike back for me to send once the refund had been received. Got an e-mail informing me that the replacement bike would be sent and then... nothing. The courier company updated their records to say that the Supplier had not sent the order. Fitness Superstore eventually (after another 2/3 weeks) acknowledged my e-mails and said they would investigate this as a priority. Another 2 weeks and no response to e-mails and I'm still waiting.

So, 4 months after ordering an exercise bike and being £900 down, I still have nothing to show for it and no idea when I will receive the goods I ordered at the beginning of Mar.

Customer service is virtually non-existent and I have factored in the exceptional circumstances that all businesses are facing at present. I have to say that Fitness Superstore are shooting themselves in the foot at present, as the one thing they could be great at, with low stock levels, is customer service, but they have failed dismally to keep me informed, or even respond in a timely manner to my e-mails. If you ring the number on their website you get put through to a salesperson, who say they will pass your details on, but nothing happens.

If you do buy anything from this company and you get what you want first time, I applaud you, but if you don't get something that works, or the wrong item, be prepared to have a long wait to either get your money back, a replacement item, or even acknowledgement of any messages you send.